General:

We strive to process orders within 1 to 3 business days (excluding weekends and holidays). You will receive a notification when your order has shipped. Please note, there may be extended order processing times during peak holidays. We will always do our best to ship your order as quickly as possible, and in the order in which it was received. Transit times shown during checkout do not include processing time. They are an estimate provided by the carrier and are not guaranteed.

Delays or Returned Packages:

Our friends at USPS and UPS have been working extra hard to ensure packages are delivered quickly, but unfortunately, some shipments may be delayed during transit. This is out of our control. Island Thyme is not responsible for refunding the cost of shipping on any orders that are delayed for reasons outside of our control.

If your package is returned to us for any reason, you will be responsible for the cost of re-shipping, even if you received free shipping the first time. Island Thyme will not refund the cost of shipping for orders that have already been mailed under any circumstance. 

Loss or Theft:

Once your order has been shipped, we are no longer responsible for it in any way. Please be sure to ship your order to a secure address, such as a business or PO Box. If your order is stolen after delivery we cannot be held responsible for replacing it.

Island Thyme and its shipping carriers are not responsible for theft, damage or missing contents that occur to any parcel after successful delivery to the correct address. 

We know mistakes can happen. If you've entered an incorrect shipping address, please let us know as quickly as you can. In some cases, we can update the address prior to your shipment going out. However, if your order has already shipped, you will be responsible for any additional shipping fees. Island Thyme will not be responsible for packages delivered to an address that was not accurately input.

  

Sustainability:

Island Thyme strives to keep our carbon footprint to a minimum by using materials such as cellulose padding and starch packing peanuts to protect your items through the shipping process.

The cellulose wadding that we use is made from 100% recycled fibers and is a reusable and compostable paper alternative to plastic bubble wrap. Our packing peanuts are made from plant starch, and are certified compostable & dissolvable in water, leaving no toxic substances in soil or groundwater.

We often pack small items in a clear bioplastic bag to keep them from getting lost within packing peanuts. These bags are made from PLA (Polylactic Acid) that is derived from plant sugars. They are certified compostable and biodegradable.

Our product samples are packaged in either a small plastic jar or mylar pouch. The plastic jars are washable and perfect for re-use as a travel size container. We hope that our customers re-use these containers many, many times.

 

International Shipping:

We happily offer international shipping to most nations. However, shipping times can vary greatly depending on the destination country. Transit times shown at checkout are an estimate provided by the carrier, and do not include the possibility of being held up in customs. Your order may be subject to import duties and taxes, which are incurred once a shipment reaches your destination country. Island Thyme is not responsible for these charges if they are applied and are your responsibility as the customer.

 

Inclement Weather: 

If you are experiencing a heat wave or cold-snap, please know that there is a risk of your products melting or freezing in transit to you. Because much of our packaging is glass, if products freeze their packaging may break.  Island Thyme cannot be held responsible for products damaged or destroyed by extreme temperatures in transit. Please consider waiting until your local temperature is no longer extreme to place your order, in addition to closely monitoring your tracking information to be sure that you can collect your order and bring it inside from the heat or cold as soon as it is delivered. If you have questions about this please send us an email and we'll be happy to assist. orders@islandthyme.com

 

Checking the status of your order:

Once your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

 

RETURN & EXCHANGE POLICY

At Island Thyme, we stand behind every product we make. If you are not fully satisfied with your purchase, we will gladly provide a full refund.  Products must be returned within 30 days of your purchase date and have been purchased directly from Island Thyme LLC. For purchases from our retail partners, returns must be made through them.

 

HOW TO RETURN:

Step 1: Please send us an email to orders@islandthyme.com with: 

• your name
• order number
• names of the items you would like to return

We will reply to your email within three business days to provide you with a return authorization. 

 

Step 2: Package the products in a secure box of your choosing, being sure to wrap items individually so that they are not damaged in transit.

 

Step 3: If using USPS, mail your items to:

Island Thyme

PO Box 879

Eastsound, WA 98245

 

If using UPS or FedEx, mail your items to:

Island Thyme

365 N Beach Rd, Unit 109

Eastsound, WA 98245

 

**Please note that you are responsible for shipping costs and the safe return of merchandise, but you can select the carrier that works best for you.**

Step 4: Most returns are processed within 2 business days of receipt. You will receive an email confirmation once your return or exchange has been processed.

 

PLEASE KEEP IN MIND:

+ Products can be used but we do not accept empty or nearly empty bottles.

+ If an exchange is requested, a store credit will be issued for the returned item and the credit can be used to purchase the new product. 

+ We do not refund shipping costs.

+ Promotion codes are considered a discount on the order and the value of the discount will not be refunded when your return or exchange is processed. Promotion codes and discounts will not apply to exchanges.

+ If your original payment method is expired or no longer valid, we are only able to issue a refund in the form of a store credit.

+ Partially returned sets will be reimbursed as store credit. To be refunded back to your original method of payment, all products in a set must be returned.

+ Products purchased with gift cards or store credit will be reimbursed as store credit. 

+ We are unable to issue a refund or exchange for any free gift with purchase. You do not need to return free gifts with purchase along with your other products.

+ International Clients: We are unable to refund duties and taxes as these are collected by the governing country, not Island Thyme.

+ For a product that arrives damaged from shipping or is imperfect in some other way please email us a few photos and/or a written description of the problem to orders@islandthyme.com. We will send a replacement immediately. We need to be notified of such problems within a week of the product's arrival.

RETURNS RECEIVED WITHIN:

0 - 30 days from purchase date: Returns will be processed as a refund to your original payment method.  Refunds can also be issued as store credit if preferred.

31+ days from purchase date: Returns will not be accepted.

 

If you have any further questions, please don't hesitate to contact us at orders@islandthyme.com.